Customer service boils down to a simple give and take: customers have questions or problems and companies provide answers. It’s pretty straightforward. But all too often, customers are left befuddled, scratching their heads and wondering: “What did they mean? Were they listening? What do I do now?” Transparency and authenticity are the buzzwords of business. So […]

With the dramatic success of startups like Dropbox, Groupon and Twitter, many people are wondering, what’s their secret? Forrester’s Kerry Bodine took note of one innovative approach shared by all three companies: these newer companies seek to actively brand and engage customer feelings at even minor customer touchpoints such as the confirmation email, bill, etc. […]